Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Automated routing for call centers

Create better outcomes with data-driven interactions

As call centers evolve into omnichannel contact centers, customer routing must adapt. It’s no longer efficient or effective to route customers and interactions into a siloed environment. Success depends on connecting each customer with the right resource, at the right time, to optimize your business results.

Overcome the challenges of disconnected channels and resources that frustrate today’s customers. Create effortless customer engagement with automated, intelligent routing that makes the optimal connection every time. Dynamically connect every interaction–from any touchpoint, over any channel. Every interaction is prioritized in a universal queue that’s based on your unique business rules, assuring that you achieve desired outcomes for both your customers and your business.

“We also knew we needed multi-level call routing that went beyond just skill sets. We wanted to make routing customer-centric, for instance, making sure some customers were always routed to the same engineer.”

Dynamically meet changes in demand

Accommodating customer segmentation needs and meeting acceptable service levels requires the flexibility to adapt to changes in demand across your environment. Leverage rules-based, intelligent routing to set the necessary parameters for coverage and prioritization. With dynamic target expansion, your system evaluates available agents, service levels and other factors in real-time to expand and contract targeted resources and meet defined business objectives.

Manually moving agents from one queue to another to meet demand is a thing of the past. Drive relationships and reduce customer effort with “last agent” routing, connecting your customers with the person they last interacted with, if needed.

Blueprint for success:

Reduce operational effort and focus on what matters

Traditional queue- and skills-based routing are static, siloed and inflexible. This makes it difficult to fine-tune business rules and adjust to changes in demand. You also likely rely on your IT team to make even minor changes—it doesn’t have to be this way.

Automated intelligent routing reduces operational effort through easy-to-use business rules that reduce the need for technical coding. Dynamic target expansion removes the need for real-time queue monitoring and manual agent reskilling. And leveraging data and context to connect the right interaction with the right resource drives business outcomes and customer satisfaction. With a universal queue of interactions across channels, you can assure your teams work on the most critical tasks at the most critical time.

Merge Stroke

Routing for marketing and sales

Connect customer journeys with true omnichannel routing

Omnichannel routing is foundational to delivering the seamless, consistent, personalized engagement that customers now expect. With the Genesys, you have an intelligent routing engine driven by over 25 years of continuous development. Remove the limitations that siloed queues impose on your customers and your business. Enable effortless experiences across all customer journeys. Gain the advantage of a data-driven, rules-based approach that goes beyond single interactions to manage related interactions over time and handled in parallel.

Predictive routing improves your marketing and sales results

Predictive matching works harmoniously with routing to drive your marketing and sales campaigns to new heights of success. Harness the power of your data and drive the business outcomes that you define as important to take your sales and marketing efforts to the next level.

Increase personalization capabilities, reduce handle time and improve first contact levels by leveraging big data and business rules to predict the optimal representative to deliver the most compelling offer. Continuously improve the process of matching your customers to representatives by predicting outcomes using modeling and machine learning.

“We can route calls to match the skill level of the agents, and we have reduced the training period by 50%. Moreover, since we can connect customers to the agents who have the best skills, we are able to increase customer satisfaction.”

Genesys Omnichannel Routing

Connect customer journeys with true omnichannel routing

Omnichannel routing is foundational to delivering the seamless, consistent, personalized engagement that customers now expect. With the Genesys contact center platforms, you have a routing engine driven by over 25 years of continuous development. Remove the limitations that siloed queues impose on your customers and your business. Enable effortless experiences across all customer journeys. Gain the advantage of a data-driven, rules-based approach that goes beyond single interactions to manage related interactions over time and handled in parallel.

“We largely credit PureConnect routing for keeping average speed-to-answer to less than 25 seconds per call, with average abandon rates of 2.1%. These benefits extend beyond calls to email with multimedia queuing ability. “

Drive seamless, consistent journeys across every channel

Dynamically match every customer interaction from any touchpoint over any channel with the optimal agent. By leveraging customer profile and context, intelligent routing ensures that customer conversations continue without interruption as they move from touchpoint to touchpoint.

Enable customers to shift from digital channels, like mobile and web, to human voice interactions, all the way through to back-office fulfillment. And, as the customer interaction progresses through the journey, the next resource in line is presented with all the information needed to understand the history, context and next steps to guarantee the best customer experience.

Eliminate planning to determine skill combinations used in skill-based routing and time spent re-assigning agents to queues as workloads fluctuate.

Execute next-best actions, including routing to the next available resource.

Manage a single platform with unified workforce optimization, an omnichannel desktop and end-to-end optimization.

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Genesys is the ‘Swiss Army Knife’ of call routing, allowing us to grow to unlimited skill sets, virtual queues and reporting to meet evolving business requirements. We feel secure knowing that when business users come to us with one-off, maybe even atypical requests, we can lean on rich functionality from Genesys.

Predictive routing in action

Predictive Routing

Put big data to work for you

You’ve collected valuable data in your contact center for years. Now it’s time to use it. It’s time to realize the true potential of AI in the contact center. Predictive routing from Genesys combines your untapped CRM system data and contact center data with business rules to:

Increase personalization across voice, digital and mobile.

Improve first contact levels by predicting the optimal representative.

Reduce handle time.

Increase customer and employee satisfaction.

Continuously improve the process of matching customers to optimal endpoints, either employees or self-service, with machine learning.

lock and key

Unlock the power in your data

Predictive routing ranks each representative based on any number of criteria, including customer profile, interaction profile, desired business outcome and agent profile. These metrics are overlaid with the representative’s existing skills and proficiency matrix used for scheduling. Then, that data is combined with the multidimensional skill profile using a patented method that delivers the interaction to the best possible representative or endpoint.

And because predictive routing leverages your data, you have complete visibility into the predictors and the data used to drive your business outcomes.

Put your data to work for you

You have the data and great ideas about how to use it. Here’s how to get started:

Break free from the limitations of queue-based routing

Current tools can handle the complexity of business rules and KPIs—but they only go so far. An omnichannel environment makes routing exponentially more difficult without automation and or the ability to harness the potential of machine learning.

Overcome the challenges of traditional queue-based and skill-based routing while gaining measurable increases in productivity, revenue and efficiencies. Use AI to match customers to the best agent at the right stage of their journey to improve customer satisfaction and loyalty, while optimizing operations.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.